Job Directory Lead Application Support Analyst (English + Chinese)

Lead Application Support Analyst (English + Chinese)
Austin, TX

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Job Description

Ranked as #12 on Forbes' List of 25 Fastest Growing Public Tech Companies for 2017, EPAM is committed to providing our global team of 30,100+ EPAMers with inspiring careers from day one. EPAMers lead with passion and honesty and think creatively. Our people are the source of our success and we value collaboration, try to always understand our customers' business, and strive for the highest standards of excellence. No matter where you are located, you'll join a dedicated, diverse community that will help you discover your fullest potential.

EPAM Systems provides 24/7 support service for major cloud platform users. Support team is distributed between multiple locations. We are hiring people to extend support in Japanese, Chinese and Korean languages.

Technical Support is provided via emails requests. online chats and telephone.



What You'll Do

* Provide support to customers using Cloud Platform products, solutions and APIs, including Big Data and related services
* Provide technical assistance and support as part of a global 24x7-support organization
* Work closely with engineers and product managers to improve the product and make our customers successful
* Incident Management, Problem Management and Change Management: change requests and incident ticket handling for the remaining Infrastructure Teams
* Provide technical and developer support to customers using Cloud Platform products, solutions and APIs
* Follow notification and escalation procedures
* Follow standards for communications with business involving operational issues
* Identify and document product bugs and feature requests and work with internal support teams as well as customers to implement effective solutions
* Work closely with internal support team s to improve cloud products at a senior level

What You Have

* 3+ years' experience fully as developer or a combination developer + big data engineer
* Ability to read and understand code, able to write code to reproduce customer problems
* Strong research, analytical and problem-solving skills required to work with petabyte or even exabytes of data
* Familiar with web protocols (HTTP, TLS/SSL, etc)
* Firm understanding of programming (Java, C++, C#, Scala, Python, etc.) and scripting languages (Python/PHP/R)
* Background in SQL
* Experience with BigData architectures and technologies (more than 1TB of data) and BI solutions
* Experience with distributed computing frameworks (e.g. Hadoop, Spark, Flink, Storm, Samza, Beam, Google Big Query, etc.)
* Experience with distributed data stores (HBase, Cassandra, Riak, Google Bigtable, Amazon Dynamo DB, etc.) and/or distributed message brokers (Kafka, RabbitMQ, ActiveMQ, Google Pub/Sub, Amazon Kinesis, etc.)
* English B2/C1

Nice to have

* Experience in technical support: familiarity with case prioritization, SLA compliance, and quality
* Experience with the popular technologies in the machine learning/big data ecosystem
* Experience with any ML library (scikit¬learn, pytorch, tensorflow, Spark mllib) or basic understanding of ML concepts
* Experience with PaaS and IaaS technologies
* Java or Objective C

What We Offer

* Medical, Dental and Vision Insurance (Subsidized)
* Health Savings Account
* Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
* Short-Term and Long-Term Disability (Company Provided)
* Life and AD&D Insurance (Company Provided)
* Employee Assistance Program
* Matched 401(k) Retirement Savings Plan
* Paid Time Off
* Legal Plan and Identity Theft Protection
* Accident Insurance
* Employee Discounts
* Pet Insurance

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